Designing Support Center

Before you publish the Support Center to your community, you need to design it. It not only means choosing the colors and fonts you like but also adding content in the form of sections and places.

When you design the Support Center, think about how you can categorize the information you want users to see up front. Users can browse documents or requests in the places you added to the Support Center. Use sections to group these places and present essential topics in the order you find helpful.

You can change the background colors and images and also change the header text.

To configure the Support Center:

  1. Click Support in the main menu.
  2. Click Configure in the upper-right corner.
    You must have Manage Support Center permissions to see this option.
  3. Once you are in edit mode, you can edit some colors and text. Click any blue box with a gear icon. Here's what you can do:
    Option Description
    Background Here you can edit the color of the Header text and the background. You can also upload a background image.
    Header Text Here's where you add the text that is the Support Center header.
    Body Header Text The body header text has two lines that you can add to the main part of the Support Center. It's a good place to talk about how people should use the sections you've set up.
    Header Text for Support Channels Here you can add a title to your Support Channels. You can use something like Still need help?, More ways to contact us or Let us know how we are doing.
  4. Click Add a Section to create a new category for places in Support Center.
    Make the title describe the content users can find there, for example, Getting Started, Check on Your Orders, or Troubleshooting Tips.
  5. Click Add a Place to add places to a section.
    Add places that belong to the section category. Keeping sections organized helps users find what they need, quickly. You can make it easy for a user to glance at a section and find the topic they've been looking for.
    Note: To learn about how to choose the five leading content items, see Designing Support Center.
  6. Click Add a Support Channel at the bottom of the page.
  7. Select Publish Support Center on save to make the Support Center visible to all end users.
  8. Click Save.

Adding sections and places

Add places and sections to the Support Center so you can gather, in one location, topics that might help users.

Sections let you organize content from Jive places so users can easily find what they need. Add places to a section so users can see their featured, trending, or recent content. For example, you can create a Knowledge base section and add a space that contains knowledge base articles. If you don't have the Featured Content tile set up, then users see either Trending or Recent Content.

Setting up content

The Support Center displays the five most recent content items unless you have set up Trending Content or Featured Content.

Prepare content for the Support Center by deciding how you want the Support Center to display content. The order of precedence is Featured Content, Trending Content, and then Recent Activity. By default, the Support Center shows the five most recent content items for a place. Feature any content items, and you'll see them in the top five list for a place. Once content begins to trend by being liked or bookmarked, you'll see Trending Content instead of Recent Activity.

Adding other support channels

Add support channels so you can give your customers or users other avenues to contact you for Support if they need it.

Support channels provide ways for users to ask their questions when the answers are not in your community already. From creating a support request in your community to tweeting you, to calling or emailing, you can lay down the options you want users to take. It is also a great way to promote your social channels.